Technical Support Engineer (Junior to Senior)

Technical Support EngineerSofiac customers count on our product every day — and when something doesn't work the way they expect, you're the person they'll trust to figure out why. We're looking for a Technical Support Engineer who is equal parts problem solver and communicator: someone who can sit with a customer, understand their issue in their own words, then roll up their sleeves and dig into XML and JSON data to find the root cause.This is not a scripted, ticket-queue support job. You'll own problems end to end — from the first customer conversation through investigation, resolution, and the follow-up that confirms the fix. You'll also be the voice of the customer back to our product and engineering teams, helping Sofiac get better with every issue you solve.What you will do:Serve as the primary technical point of contact for Sofiac customers, handling inquiries and issues by phone, email, and screen-share with professionalism and empathyTroubleshoot and debug customer-reported problems, including inspecting and analyzing XML and JSON data files, payloads, and logs to isolate root causesReproduce issues, document findings clearly, and either resolve them directly or escalate to engineering with a complete, well-organized investigationGuide customers through configuration, data formatting, and integration questionsTranslate technical findings into plain language customers can understand and act onIdentify recurring issues and contribute to knowledge base articles, FAQs, and internal runbooksPartner with the product team to relay customer feedback, pain points, and enhancement ideasWhat we are looking for (All Levels):Experience in — or demonstrated aptitude for — a customer-facing technical role (technical support, help desk, implementation, QA, internships, or similar)Comfort reading, interpreting, and debugging XML and JSON — you can spot a malformed payload, a missing element, or a data mismatch and explain what went wrong (for junior candidates, solid fundamentals and the ability to learn quickly are what matter most)Strong analytical and troubleshooting instincts — you enjoy the puzzle, not just the fixExcellent written and verbal communication skills; you can stay calm, clear, and constructive with a frustrated customerAbility to manage multiple open issues, prioritize effectively, and follow through without being chasedA genuine customer-service mindset: patience, ownership, and pride in leaving customers better off than you found themNice to have:Experience with APIs (REST/SOAP), data validation tools, or log analysisBasic SQL or scripting skills for data investigationFamiliarity with ticketing systems (Jira, Zendesk, ServiceNow, or similar)Experience supporting a SaaS or data-driven software product[If applicable: eligibility for or possession of a security clearance]Requirements:Bachelor's degree in computer science, engineering, or a related fieldWhy You Will Love Interclypse:You want to work for an adaptive company that moves at your speed.You want a healthy work-life balance.You want to work with a passionate team on an important mission.You want to work for an organization that values and appreciates you.You want to work for an organization that invests in your growth.You want the option for career mentorship, both in technology and in business.You value a company with a strong culture of growth and support.Benefits:Personal Time Off (PTO) for vacations, holidays, illnessesParental LeaveBereavement LeaveJury Duty LeaveRetirement: Unlimited 401K match up to 8% of your salary up to the federal maximumFinancial education and planning supportHealth Insurance (Medical, Dental, Vision)Health Savings Account (HSA)Medical and Dependent Care Flexible Spending Accounts (FSA)Employee Assistance ProgramLife InsuranceAccidental Death and Dismemberment InsuranceDisability: Short-term and long-term disability coverageEducational supportCompany apparelSocial events: Holiday Party, Spring Picnic, Fall Picnic, happy hours and more.Access to group rates for voluntary benefits such as Accident, Hospital Indemnity, Critical Illness, Pet Insurance, and Identity Theft ProtectionEOE AA M/F/Vet/DisabilityInterclypse is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status. Interclypse